I am writing to formally escalate the rejection of my recent claim under the OneAssist Mobile Protection Plan. The rejection appears to have been made after collecting incomplete information, creating unnecessary urgency, and without proper consideration of the policy terms.
The damage to my device occurred accidentally when I slipped and fell, causing the phone to fall and sustain damage. This is precisely the kind of situation your policy is designed to cover.
Your own Program Key Features clearly state that customers are entitled to protection for:
“One Accidental or Liquid Damage (including Broken Screens) claim during the membership tenure”
The exclusions list does not contain any clause excluding damage caused by accidental falls due to slipping. The only relevant exclusions relate to intentional damage, cosmetic damage, loss/theft, commercial use, and specific prohibited scenarios — none of which apply in my case.
Therefore, my claim fully meets the coverage definition for “Accidental Damage” under this plan. Rejecting this claim without pointing to a specific, applicable exclusion in the policy is not only unfair but also contrary to the contractual terms agreed upon at the time of purchase.
I request that you:
Provide the exact clause in the policy that you believe excludes my scenario, if any.
Review and reverse this claim decision immediately, as it clearly falls under covered accidental damage.
The way this claim has been handled — especially after speaking with a senior executive — feels misleading and undermines trust in OneAssist. If this matter is not resolved promptly, I will have no choice but to escalate it further, including filing a complaint with the Consumer Commission for breach of service obligations.
Service Request # 47799666
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